Mobilicity

We got into the store around 4:30 PM on Saturday, May 17^th. My friend (who is a new immigrant and not entirely confident in her English), asked me and my partner to accompany her at the store. She needed a different size SIM card to use with her new device. She is a Mobilicity customer.
The account is registered to her boyfriend’s name. There were two girls working the store that evening, Eileen and Rylea (getting even their first names was another story, they refused to introduce themselves when asked). When I described the issue we have, Eileen said that she can just cut the old SIM card to fit the new phone. I replied that we would prefer a new one. She stated it will be a $ 20 charge, which we obviously agreed on. She spoke down to me, while my friend, who actually required service, just stood by. She started asking who the account is registered to, despite the fact we were not making any changes to the account — we needed different size SIM to fit the new phone. we provided the information, except for the PIN number, and my friend called her boyfriend to get the PIN or postal code the sales person was requesting (I’ve changed numerous SIM cards for my boss’s phone, and all I needed to do is pay. This is NOT a change to the account). Yet the girl behind the counter continued with the lecturing and when I asked her to drop the attitude, she told me that it’s not her job to do what I ask her to (!!!)
When I reminded her that she’s here to serve her paying customers and that we are there to pay her salary, she gave me a lecture on human rights, stating that she won’t serve FAGS and if my immigrant friend is not fluent in English, it’s her own problem. At that point I just told her to do her job and process the SIM card. That moment my friend was off the phone and gave her the postal code Eileen required, but she refused to serve us and stated that I have to apologise to her, as she’s a «human being and I don’t have to serve you. And you have to apologize to me» — direct quote. After I refused and reminded her that she is a customer service representative, and she is there to provide us with PAID SERVICE, her response was the following: «If you won’t leave the store now, I am calling security». I suggested to go ahead and call the security, she never did. But continued blubbering about human being and fags with immigrants.
That’s when my partner lost it and yelled at her that she should just do her job. She replied that she’s a «human being and was not placed there to serve us». Second threat to call the security followed. All the while my friend was just quietly standing there, waiting for her SIM card to be processed.
My partner then actually proceeded to apologize to Eileen for raising his voice and politely asked her to process the request as she already had all the necessary information and the actual customer wasn’t even talking to her.
She refused, continuing with the statement that she’s a «human being and is not there to serve anyone if she decides not to». Meanwhile the second girl, Rylea, joined her. And instead of removing Eileen and solving the issue, she started yelling at me and my partner, yet again threatening to call the security (which I was waiting for, as they would never behave like that in front of the mall security). And when I reminded her, that working in service industry, first thing you learn is that your client is always right and you NEVER argue with them, she replied: «So, it’s ok for you to kill me? You are always right…» — direct quote.
When I said that we will leave, but I will escalate the issue and make sure they never deal with people again — I have been told that there is nothing I can possibly do and they «don’t give a sh. t».
Also I have to mention, that once we left the store — I immediately called your customer care. Refusing to connect me with the appropriate department, the customer service representative just hang up on me.
Mobilicity was very reluctant to deal with the issue, saying it’s a dealer store (no signage on the store stating that), so I will go after the dealer now.
If you don’t want to be treated like a door mat — I suggest you give this place a big miss.